Guest Services Agent

Department Summary

UCLA Lake Arrowhead Lodge is a unique Southern California meeting and retreat venue. Located high in the pine‑studded San Bernardino Mountains on the tranquil shores of Lake Arrowhead, our 50‑acre lodge provides meeting space and accommodations for groups from September through mid‑June. During the summer, Bruins Woods Family Camp program runs for ten consecutive weeks, with up to 80 families attending each week.

The Guest Services Agent operates the Lake Arrowhead Lodge (LAL) Front Desk and oversees all hotel room inventory and Bruin Woods reservation functions. As the initial point of contact for guests, the incumbent is expected to provide courteous and professional customer service, including guest assistance, inquiries, reservations, and sales conversions to meet hotel targets for LAL rooms and meals. Responsibilities include preparing confirmation letters, processing cancellations and modifications, and managing guest check‑in/out.

Additionally, the role involves assisting guests, handling incoming and outgoing calls, preparing arrival schedules, facilitating pre‑registration activities, processing advanced reservations and deposits, recording payments, and adhering to UCLA and UC cash handling guidelines. Moreover, the position requires coordination of Lodge functions and collaboration with Guest Rooms and Maintenance teams to prepare rooms.

UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

• Minimum 1 Year Hospitality or customer service experience (Required)
• Knowledge of hospitality or related industry (Preferred)
• Proficient skills using standard business software (e.g., Microsoft Office Suite) and property management systems (e.g., Opera). (Required)
• Excellent verbal and written communication skills to effectively communicate with diverse populations with competing priorities. (Required)
• Skill in writing grammatically correct business English, such as routine business correspondence, memos, and office procedures. (Required)
• Ability to maintain equanimity and confidentiality regarding sensitive issues in a high‑volume public contact office where hostility and misunderstandings may arise. (Required)
• Ability to interact on a one‑on‑one basis using appropriate vocabulary and grammar to convey information accurately to all staff levels and individuals from various social, cultural, and educational backgrounds by phone or in‑person interactions. (Required)
• Experience with a switchboard or multi‑line telephone system, handling a high volume of incoming calls. (Required)
• Ability to establish and maintain cooperative working relationships with staff, department representatives, and management in a high‑volume public setting. (Required)
• Ability to effectively prioritize job responsibilities, multitask, and thrive in a fast‑paced environment. (Required)
• Knowledge of basic and standard cash handling and accounting procedures. (Required)
• Mathematical skills sufficient to perform basic arithmetic calculations. (Required)
• Skill in accounting tasks such as debiting, crediting, and reconciling expenditures. (Preferred)
• Ability to recognize and respond appropriately to emergency situations. (Preferred)

• Background Check:
  Continued employment is contingent upon the completion of a satisfactory background investigation.
• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
• Age Requirement:
  Candidate(s) must be 18 years or older to be eligible to be hired.
• Must be available to work varying schedules, including evenings, weekends, holidays, and overtime based on departmental needs (Required)
• Drive University vehicles (Preferred)

Variable (mostly nights and weekends)

CX-Clerical & Allied Services